Software Support Analyst I

Summary

Join Mark43 as a Software Support Analyst and be on the front lines of customer support, directly interacting with first responders and civilian staff at public safety agencies. You will improve their experience and understanding of our products, collaborating with teams across Mark43 and providing valuable user insights. This role requires strong interpersonal skills, clear communication, and problem-solving abilities. Successful candidates will adapt to changing team dynamics and processes. The position requires a minimum of 2 years of professional experience in software support and a willingness to work Eastern time business hours (Monday-Friday 7am-4pm ET), with occasional weekend hours. Mark43 is committed to diversity and inclusion.

Requirements

• Have a minimum of 2 years of professional experience in software support
• Be humble, open, and curious
• Have a fearless approach to technology and demonstrated software troubleshooting skills
• Possess a talent for research and information-gathering
• Have clear and confident written and oral communication skills
• Possess strong organizational skills and the ability to multitask
• Have working knowledge of issue tracking systems (Salesforce and/or JIRA preferred)
• Be proficient in Microsoft Office & Microsoft Teams
• Have working knowledge of both Windows and MacOS
• Have an interest in GovTech and Public Safety
• Be willing to empathize with users who may be unlike yourself
• Have the ability to work independently and with minimal oversight

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Kept responses within our internal SLA times
• Spent time troubleshooting and replicating software issues
• Escalated issues to our engineering and project management teams
• Assisted in the testing of new features as they are developed
• Continued to learn more about our suite of products to maintain a strong working knowledge of them
• Translated product knowledge into solutions for users
• Contributed to our knowledge base (minor article updates, organizational maintenance, etc.)